IT Application Support Analyst (2nd Shift) - Hybrid

Your opportunity

At Schwab, you're empowered to make an impact on your career. Here, innovative thought meets creating problem solving, helping us "challenge the status quo" and transform the finance industry together.

Stock Plan Services focuses on supporting equity compensation for our B2B clients. We have multiple applications that support this effort, and our mission is to launch a consolidated platform of microsites to combine these segregated applications into a holistic user experience. While executing this goal we strive to maintain excellent customer support and deliver on sustaining engineering objectives. We are fueled by a diverse team of talented team-members who continuously raise the bar on delivering best-in-class products and services to people all over the world.

Our ideal candidate is enthusiastic about supporting our internal tech teams, business partners, and participants.  You need to have a proven track record of critical thinking skills with laser focus on customer satisfaction.  We require strong ethics, critical thinking skills, and the ability to partner with business partners, product teams, and technologists across the organization to ensure we are meeting the needs of our clients.

Role Responsibilities – This position will be 2nd Shift

• Lead daily stand-up to review, prioritize, and assign tickets opened on the SPST Service Desk
• Triage tickets, document, and execute remediation steps
• Communicate with reporter of issue to gather needed information for triage and remediation
• Partner with external tech teams to troubleshoot issues reported via the SPST Service Desk
• Develop an execute SQL DB Scripts as a part of issue remediation
• Create templates and update support documentation for How-To library
• Be a strong advocate for our business partners and clients
• Smoothly transition tickets to delivery teams for identified bugs in production

Production Support:

• Triage alerts, document, and execute remediation steps
• Create, triage, document, and remediate production incidents
• Support maintenance activities including patching, network events, application deployments, etc.
• Develop production support runbooks to increase team knowledge

What you have

What you are good at:

• Analyzing intricate data and systems
• PL/SQL query development
• Using TOAD to run Oracle DB Queries
• Partnering with business users to triage reported issues
• Collaborating across technical teams to resolve issues/incidents
• Establishing and maintaining operational support practices
• Troubleshooting and root cause analysis

What you have:

• 5+ years of experience working in a 24/7/365 application support role responsible for enterprise applications, infrastructure, and systems
• 5+ years of experience with PL/SQL and Oracle Databases
• 2+ years experience with Windows and Linux operating systems
• 2+ years experience with Splunk or other logging platforms
• Knowledge of the Equiview Platform
• Knowledge of Equity Compensation
• Experience with Remedy, ServiceNow, or other ITSM Platform
• Experience with Jira and Confluence
• Strong communication skills and the ability to facilitate effective technical problem-solving
• Experience in Incident Management
• B.S. Computer Science, Engineering, Information Technology, or equivalent experience